Customer Service Manager
Resume:
Lynn S. Mortali
West Haven, CT *****
OBJECTIVE
Seeking a position that will utilize my 15 plus years of sales and account management experience built on a background of superior customer service.
Inside Sales Representative 9/15 – 4/16
Safway Services LLC, East Haven, CT
Support New Haven, Boston and Albany branches by researching leads from Dodge, PEC and other websites, following up on proposals and providing requested information.
Responsible for maintaining job folders which includes billing, daily reports from the field and equipment documentation.
Responsible for ordering office supplies
Responsible for handling all walk in business and phone inquiries.
Account Manager 2/13 – 12/14
Redflex Student Guardian, New Haven, CT
•Responsible for managing Rhode Island, Connecticut and New Jersey territory for the Red Light and School Bus Stop Arm Programs.
•Manage field technicians. Responsible for scheduling repair and route analysis work to make sure school buses remain at maximum efficiency and all possible high risk routes are identified.
•Monitor buses daily to make sure equipment is operating properly.
•Work with all Police Departments to train them on reviewing School Bus videos for violations.
•Build relationships with bus yards to install equipment.
•Designed and implemented process for tracking route analysis equipment.
•Provide regular reports to clients as requested.
Key Account Manager 7/07 - 5/12
Seton Identification, Branford, CT,
•Managed and grew a territory that generated over $2 million annually.
•Created revenue growth in a challenging economic market by identifying new profit centers within existing accounts.
•In conjunction with marketing created unique call campaigns generating increased revenue.
Account Executive/Client Relations Manager 3/05 - 11/06
Perimeter Internetworking, Milford, CT
•Played an integral role in developing a new department that generated over $400,000 of sales in the first year
•Responsible for developing new territory by employing electronic media.
•Increased revenues from existing clients
•Handled inquiries including but not limited to product, price, objections, and availability
Account Manager 8/03 - 3/05
TechDepot/Office Depot, Trumbull, CT
•Responsible for maintaining existing the account base and generating new business.
•Grew existing territory to over $1 million in first year
•Responsible for creating sales opportunities (upselling/cross selling) with customer base.
•Responded to inquiries including but not limited to product, price, objections, and availability.
•Worked to increase the AOV (Average Order Value) of each order.
•Quoted price and credit terms for orders obtained, estimate date of delivery, inform customers of anticipated delays.
•Informed customers of features and benefits of TechDepot ( Account Management function/extranet availability/volume pricing opportunities)
•Worked with internal support functions to respond to all customer service issues, including complaints, backorder chasing, and delivery information.
•Consistently met or exceeded sales goals established by sales manager
Sales Representative 12/01-2/03
Transwestern Publishing, Milford, CT
•Responsible for maintaining existing account base while prospecting to bring in new business.
•Determined customer advertising budgets and develop appropriate advertising programs.
•Identified marketing strategies to maximize advertising effectiveness.
•Developed ad text and graphics to design an effective ad.
•Provided all customer service including problem resolution, inquiries advice. etc to retain and grow accounts.
•Responsible for collecting on delinquent accounts.
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Sales Representative 1/01 - 12/01
Ikon Office Solutions, Milford, CT
•Responsible for maintaining existing account base.
•Responsible for bringing in new business through prospecting, brought in 10 new accounts in 6 months.
•Responsible for negotiating contracts, maintaining acceptable gross profit for company.
•Responsible for learning new equipment as it was made available and bringing that equipment to my customers to meet their needs.
Project Manager 5/00 - 2/01
BKM Total Office, East Hartford, CT
•Defined & implemented project plans for numerous customers.
•Managed multiple projects of varying complexities simultaneously.
•Established project schedules to maximize reuse of existing assets.
•Scheduled logistical support.
•Identified project “hot points” & initiated solutions/corrections avoiding cost/delays.
•Worked with team members to develop strategies.
Account Manager 2/92 - 5/00
SNET Yellow Pages, New Haven, CT
•Provided individualized customer service to both existing & new accounts.
•Consistently met and exceeded sales objectives set by the company.
•Determined customer advertising budgets & developed appropriate advertising programs.
•Identified marketing strategies to maximize advertising effectiveness.
•Developed ad text & graphics and communicated this information to the art department.
•Provided all customer service including problem resolution, inquiries, advice, etc to retain & grow accounts.
•Acted as advertising consultant for all media, (internet, radio, newspaper, television)
EDUCATION
Ithaca College Ithaca, NY
Business Management Major
Albertus Magnus College New Haven, Ct, Graduated December 2015 with Bachelor of Science in Business Management/Marketing
SKILLS
• AutoCAD 2000 LT
• Outlook
• Microsoft Word
• Microsoft Excel
• SNET Achieving Extraordinary Customer Relations
• SNET Versatile Salesperson
• SNET Kuk & Baldwin Sales Training
• Computer Associates Training
• SalesForce
CRM
SAP
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